CX Program & Insights Analyst
Position Summary
At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity. Reporting to the Director of Market Research and Segmentation, the CX Program & Insights Analyst is responsible for managing the day-to-day operations of the customer feedback (or CX) program, analyzing customer and market data, and supporting customer segmentation to drive customer-centered, data-driven decision-making throughout CSB.
Key Result Areas
Manage day-to-day management of the CX program, ensuring effective operations of ongoing customer feedback loops, optimizing program setups, and monitoring results
Identify key trends and actionable insights from customer feedback, partnering with internal teams to drive improvements
Support the expansion of CX program by identifying key customer touchpoints, assessing operational feasibility, analyzing data, and implementing pilot initiatives
Analyze customer, operational, and financial data to inform improvements in customer experience and retention and to guide future journey design
Contribute to customer segmentation initiatives by maintaining and analyzing segment data, synthesizing internal and external data sources, and building dashboards for internal teams
Aid in the development and refinement of marketing analytics metrics
Support market research projects or competitive analysis as needed
Oversee vendor contracting and onboarding processes, and manage existing vendor relationships
Qualifications
Bachelor’s degree required
3+ years of experience in CX/VoC program management and customer data analysis
Strong program management skills with excellent organization and attention to detail
Ability to process, analyze, and synthesize data from primary, secondary, and operational data sources
Proficient in Microsoft Programs (including Excel and MS Access), CX platforms, and data analysis software (Tableau, Power BI or a similar program)
Excellent written and verbal communication skills
Experience with financial services or other regulated industries is a plus
Experience with market research, competitive intelligence analysis, or Marketing analytics helpful
Pay
The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $86,000 - $112,000. Cambridge Saving Bank will determine actual compensation for the role based on factors including, but not limited to, the successful candidate’s skills, qualifications, and experience.
Benefits
Cambridge Saving Bank offers a wide range of comprehensive and inclusive employee benefits for full-time roles including healthcare, parental planning, mental health benefits, performance bonus opportunities, a 401(k) plan and match, flexible time off, and others.
About Cambridge Savings Bank
Cambridge Savings Bank is a full-service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship.
Equal Opportunity Employer
Cambridge Savings Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.